Best Chimney Care

The business has contacted me and the matter is resolved. Thanks Revdex.com for your help.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Mr [redacted] claims to have stopped by my home and left business cards.  My wife is a stay-at home mother, had this actually happened she would have been home and certainly we would have seen the cards.  Further, Mr [redacted] had my phone number and could have contacted me, had he wished to.I simply ask that my money be returned ($900) since the work was never done and I had to hire another company to do the job.
Regards,
[redacted]

My experience, when a landlord allows a renter to make at least part of the decision, it always goes sour. Again, I was told by the homeowner to order the glass, I gave her the price and told her it was a special order, I sent someone else out to check the fireplace again and they came up with the same conclusion, that the unit had no information to even find parts and recommended the unit to be replaced.

I never signed the contract because I tried to get them to re-evaluate the location of the drainage tile but he insisted he was an expert and it would work and if not they would fix it. It didn't work. Instead of fixing it he said that I needed to have windows sealed. Two other contractors came out to the site and said the windows were sealed the problem was the drainage was to the back of the house and water would then run along the basement until it found a way into the basement. The couldn't even find what he had done. I have witnesses that I tried to talk to him and change the location before he started the work. The same people witnessed when I called him afterward and said it didn't work and he put the phone down and started saying things about me where I could hear and left the phone just laying there for about 20 minutes. When he got back on I asked what they decided to do the fix it. He said to seal the windows and hung up on me. I had the phone on speaker so everyone in my office witnessed this call as well as the previous one. I only asked for the job to be done correctly.  The contract is attached.2 receipts attached - look the same but 2 different dates.I have attached the repair work performed by [redacted] who was the best of 2 contractors who both said that the windows were sealed and were not the problem. The problem was the drainage was in the back of the house and not where Best Chimney installed the drain tiles.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.   
Mr.L.'s continued response is that he would like to come out and inspect his work. We have stated previously, that Mr. L. had a chance to review his work on December 31, 2015. To overcome this back and forth, we will allow Mr. L. to come and inspect his work one more time. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  In response:  The first visit to my home was September 8, 2014 and my contract was written by Ron Jr. I have not talked to or been able to get in touch with him since the September 26, 2014 installation. All telephone numbers that I have for this business have been answered by Ron [redacted] and I have not been able to speak with Ron Jr. even though I had asked to speak with him several times. So how can Ron Jr. answer the complaint filed when he was not available? I was led to believe that Ron Jr. would be taking over the business and was in charge per Ron Jr. however, again, he was not accessible.  Insurance:  I was told at the initial visit of September 8, 2014 that he, Ron Jr., would get me a copy of the insurance policy that it was at home and they would see that I received a copy. I was given a copy September 26, 2014 on the day the work was to be done and it was a new policy written that week according to the insurance office with an effective date of September 25, 2014. I was told by the lady at their insurance office that it was a new policy written that week. Again, I was told at the September 8, 2014 visit that they had insurance.  Ron Jr. told me September 8, 2014 that he would contact me on Friday or Monday and that the work would be done that week. I had not heard back from him so I called on September 16, 2014 and was told by Ron [redacted], who answered the telephone, that the work would be done on September 26, 2014 and that he would call me back about the insurance. At no time did I insist that Ron [redacted] be there. I simply asked if he was going to be there and he asked me if I wanted him to be there and I answered yes. At no time did I insist that he be there. Senior Citizen discount:  I was never told that I was getting a $400.00 discount for being a previous customer until I received the response to my complaint. It was never mentioned that I was receiving a discount for being a past customer. I never discussed my finances and told him that I did not have a lot of money. I never talked to Ron [redacted] about any discount it was Ron Jr. that I asked if they had a senior citizens discount. Ron Jr. told me that he would give me $100.00 off if I left them good feedback with the Revdex.com. Ron [redacted] did ask me about the screws in the stove pipe. However, I did not say that I did not know. I told him that his company did this in 2001. My husband would never take on a job to that extent because my husband was in poor health and was not able to do this type of work nor did he know anything about chimneys. I was never asked if I wanted new screws put in and seal it. Why would an expert contractor ask a 71 year old woman about something she knows nothing about?My handyman came the day after the work had been performed and noticed that the chimney cap was loose. This is when I noticed excessive silicone caulk and questioned the safety. My handyman had nothing to do with this other than noticing the loose cap. I went to the fire department and asked if they could look at the chimney and this is when I was asked if I had a permit for the work that was done. It was at this time that I contacted the building department to see if a permit had been obtained. I was informed by the lady that answered the telephone at the building department that a permit had not been obtained and that I had to get one and have the work inspected before the chimney could be used. I went to the building department and got the permit. The inspector came out and red tagged the work. This was on October 3, 2014. On October 6, 2014 I called and got hold of Ron [redacted] again, and explained the inspector came and red tagged the work. He became upset was angry and hostile and wanted to know how the building inspector got involved and that he, the building inspector, did not know what he was talking about. He also stated that if his company would have gotten the permit it would have cost me more money to have this job done. He stated that he would get all of the necessary information for the building inspector and contact the building inspector which he did not do. He wanted me to have the building inspector call him and the building inspector stated that they, the building department, do not do that. It is the responsibility of the contractor. It should be noted that time elapsed from October 6, 2014 to October 14, 2014. He did not contact the building department to take care of the red tag, it was a week and he still had not taken care of this. October 14, 2014 I called the company and again, got hold of Ron [redacted] as of this date they had not taken care of correcting the items for inspection. Nor did they make an effort to contact me to redo or make good of any work. This is when I told them about the items and work that I was charged for and never received. I explained that I would like to be refunded for the things that I was charged for and did not receive and for the work that was charged for and not performed.  I was told that he would talk to Ron Jr. when he got back into town, I was never given a specific date. I called back October 15, 2014 and once again, Ron [redacted], answered and told me that I was "not getting a dime back" "you complained from day one" "if someone else touches the job it will void the 5 year warranty" It was at this point that he stated if I called again that he would file telephone harassment charges against me. Why would I allow someone to come to my home that has threatened me? At no time up to and beyond this point has Ron [redacted] or Ron Jr. addressed the issue of charging me for work and parts that was not performed or supplied. As far as giving them the name of the person I talked to about the building permit it was the fire department to which I had asked to look at the chimney because I was concerned. Any work that is done a permit is to be obtained and they, the company I hired should have known this and taken care of this. I did not know that a permit was needed nor should I have been expected to know this as I was contracting what I thought was a reputable company. The company should know if a permit is needed to be secured and if they are not sure, then they should have done the checking to find out if one is needed. Instead it seems as if they hope to get by with their work being sufficient enough to not get caught. Just like with the insurance. It was not secured until I asked if they had it. No one offered to come and make good of the work until I repeatedly called and then was met with threats and a nasty disposition. As far as the refund, I am only asking to be refunded for the items that I did not receive as outlined in your contract. I am not even asking for reimbursement for the other individual to make good of the work that your company performed. (Your work was red tagged and you had not contacted the building department to correct the items). But it was necessary for me to have another individual redo your work to have it pass inspection and to be safe to use. As for your five year warranty. I believe it is only as good as the paper that it is written. You charged me for things that I did not receive and your contract meant nothing. It should be noted that the contact was written September 8, 2014, work was performed September 26, 2014 and was not passed for inspection until October 21, 2014 (after work was corrected by another individual). As for your ending sentence. I never stated that I was yelled at.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]The tenants had nothing to do with any decision.  The fireplace wasn't working and we needed it repaired along with glass replaced due to another vendor attempted repair that never came back.   Replacing an $800.00 piece of glass in a fireplace that doesn't work does't make any common sense.  I should have been told that the fireplace couldn't be repaired or there was no parts and then no one in their right mind would replace glade within something that doesn't work. The obvious goal for any call is to have a working fireplace not a new piece of glass in a fireplace that cannot be repaired.  I don't know how anyone can refute the logic of this complaint. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. Fact of matter is that I was charged for things that was not preformed. You neglected to address this matter in each of your responses. Contract that your company drew up,the last line reads and I quote " Replace Boot & Storm collar, Seal Flashing". This is from the contract signed by Jeremy and Ron Jr. Again this is what I want a refund for. 
Regards,
[redacted]

When we received the phone call about the fireplace, the customer told me that another company came out and service the fireplace, when they left the fireplace worked for approximately two weeks and one evening the the renters was burning it and the glasses exploded and the fireplace quit working. I...

told the customer that I had not heard of the glass exploding before. When we arrived at the house, we found out it was rental property. The owner had us work with the renters. they wanted the glass replaced and the fireplace working, we told them that we could replace the glass but it is tempered glass and expensive and because of the age of the unit, they may want to consider replacing it if parts couldn't not be found. by not having any information on the unit we were unable to found any parts. The landlord called me back to find out what was going on with the fireplace, I told what I told the renters, I told the owner that I would send another guy out (I sent him twice) to see if he could get the unit to work, he was unable to get it to work. Again, I recommend that the unit to be replaced.Submitted by: Ron Lane

At know time did [redacted] ask to speak to Ron Jr. As for the insurance policy, I explain this before but I will explain it again. When I called the insurance office, the lady that answered the phone told me that my agent was on vacation. She had the owner of the agency call me back. When we spoke he asked what type of work we did. I explain to him what we did and during our conversation we though that a Handyman Policy better covered us, at that time he wrote me a new $2,000,000.00 policy This policy covered any and everything we did for [redacted]. When she question the policy, she was explain to why it was a new policy and that the policy covered all the work being done.I explain in my previous response everything else.But, I will comment again about the refund she wants. She refuse to allow me and someone else come with me (I know longer climb do to health reasons) to come back to her home to inspect the work on top of her roof. If I cannot check the work out I cannot justify a refund.

I response to Complaint ID [redacted].I will respond honestly and to the best of my ability. I believed it was in 2001 when we last serviced [redacted] chimney.I will address the insurance first. The binders that I had was not dated for the time she requested. I called my insurance company to get an...

updated binder as we do this for anyone that request a copy of our insurance and found that my agents was on vacation and would be away until another week and a half. The lady in his office transferred me to the owner of the agency voice mail. When he return my call , he asked me to clarify what type of work our business did. After speaking to him, we decided that a Handyman policy better fit our needs. He wrote me a new policy. This is a $2,000,000.00 policy which covered all her chimney needs.Change of start date. The reason the start date was change was because she insisted that Ron Sr be there while the work was being done. Ron [redacted] was not available to go to her home until September 26, 2014.Senior citizen discount. She was told that there was not a discount because she had already received a discount of $400.00 dollars off of the original price due to being a previous customer. She kept asking Ron Sr for a discount , she told him that she didn't have a lot of money. Ron Sr said, he couldn't make that call that he would have to talk to his sons. After talking to his sons they decided to give her an additional $100.00 off.Screws on top of stove pipes. Ron Sr asked, [redacted] if she knew why and who may of put screws into the top of the stove pipe. She said she didn't know, but it must of been her husband but didn't know why. I asked if she wanted the guys to put new screws in and if they did that they would have to be sealed with high heat sealer. She said, go ahead and put the new screws in and seal it.Handyman, building inspector and other contractor. When [redacted] called and stated her concerns. She was told by Ron Sr that he would bring someone with him (Ron Sr no longer climbs on roofs due to health issues) to check on her complaint. [redacted] said, that the person that was going to fix whatever was wrong, advise her not to allow anyone from our business to come out and get back on her roof. At that point Ron Sr told [redacted], if she wouldn't allow anyone on her roof to check out her complaint, we would not give her a refund and she would also void her Five Year Warranty if she allowed anyone else to work on her chimney. She also, refuse to give us the name of the person she talk to about a building permit.Refund. Since [redacted] refusal to allow anyone to come to her house to check out the complaint, then therefore she will not receive any type of refund now or in the future. Also, if any other person or persons has did any type of work or alteration to her chimney, her 5 Year Warranty becomes Null and Void.*She was not yelled at, as she claims.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I hired another contractor to look at and correct the work performed by Best Chimney Care. They said that Best Chimney care had failed to put the drainage system in the correct location - where the water draining from and that is why the leak never stopped. As far has Ron [redacted] comments regarding talking to the tenant - I know that she didn't say what he said because she called me very upset that she had told him many times that the leak was not on that side of the house. That is why I call him prior to him finishing the job asking he stop and put the drainage system in another location. He insisted he knew what he was doing and if it still leaked he would take care of it. That did not happen. They came out took pictures and left. I called several companies out to get quotes on removing dirt like he suggested - but told you I refused. They all said his proposal of sealing the windows t didn't make any sense and the problem was he did not fix it right the first time. Best Chimney Care failed to properly evaluate the runoff of storm water and the drainage system should have been placed in the back of the house and directed into they drainage system set up for the run-off from the roof. They said if done correctly there would not have been water entering the basement from either side because the water would have been taken into the drainage system without running down either side of the basement to enter the house. The receipt for the corrections to the work is attached. I have requested for them to send a statement stating what they found and why it didn't work and will forward it upon receipt. The personal belongings of the tenant and the tenants on lease are of no concern in this manner are are non of Mr. [redacted]'s business. I tried to change the direction of the repairs. Mr. [redacted] said he knew what he was doing and if it didn't work he would take care of it. It didn't work and he didn't take care of it so I am asking for reimbursement of my costs. He should never work on waterproofing basements again since he doesn't understand the proper evaluation and installation of corrective measures.I do not recall ever seeing a contract from Best Chimney Care and they ran the amount on my credit card. I did not send them a check to show I accepted the job as being final and complete.Thank you,[redacted]

[redacted] knows that her statement is not true. As I mention before, [redacted] had her tenant show me where she though the basement was leaking. [redacted] lives out of town in Colorado, so she was not present when I went now her basement with her tenant when she showed me where it was leaking. From the information and visual inspection where she though the basement  was leaking I concentrated on that area. I did the repair per our contract. The other side came in after I started the job. I have pictures available of the completed job. [redacted] and I both agreed that I would seal the window at no charge to her to see if that would stop the leak on that side and that there may be additional work required at and additional cost to [redacted]. The sealing of the windows was just a test, any other claim [redacted] is making is a flat out Lie and that is one word I do not usally use.  [redacted] why did you pay me for the work that I completed???Submitted by Ron [redacted]

Sorry it's taken so long to respond, I have been out of town working for the last 2 1/2 weeks. When we first try to do the work, the weather started getting bad. We were also waiting for some of the material (we do not carry the material in stock, it is a Special Order). We did try to make contact...

with the customer a couple of time but was unsuccessful. I would like to move forward with this project. I need the customer to email at [redacted] with her correct information, so I can contact her and set up a date that is convenient for her.Submitted by Ron L[redacted]